job description
Are you a passionate leader with a keen eye for detail and a commitment to delivering exceptional customer service? Hytech Consulting Management is seeking a dynamic Customer Service Quality Assurance Team Lead / Assistant Manager to join our thriving team in Bali. In this pivotal role, you will oversee our quality assurance processes, ensuring our customer service operations meet the highest standards of excellence.
As a leader in our organization, you will mentor and guide our customer service representatives, drive continuous improvement initiatives, and foster a culture of accountability and professional growth. This is an exciting opportunity to make a tangible impact in a fast-paced, collaborative environment while advancing your career in a beautiful and inspiring location.
If you are ready to take the next step in your career and contribute to a company that values innovation, integrity, and customer satisfaction, we invite you to apply today. Join us and help shape the future of customer service excellence in Bali!
Responsibility
- Lead and manage the Quality Assurance (QA) team to ensure adherence to company standards and customer service excellence.
- Develop, implement, and refine QA policies, procedures, and performance metrics to enhance service quality.
- Conduct regular audits, evaluations, and feedback sessions to identify areas for improvement and provide constructive coaching.
- Collaborate with cross-functional teams to align QA processes with business objectives and customer expectations.
- Analyze customer feedback, complaints, and service trends to drive data-driven improvements.
- Train and mentor customer service representatives to uphold best practices and achieve performance targets.
- Prepare and present detailed reports on QA performance, trends, and recommendations to senior management.
- Foster a positive and productive work environment that encourages teamwork, innovation, and continuous learning.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service, with at least 2 years in a QA or supervisory role.
- Proven leadership skills with the ability to motivate, coach, and develop team members.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Excellent communication and interpersonal skills, with fluency in English (written and verbal).
- Proficiency in QA tools, CRM software, and Microsoft Office Suite.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
- Certification in Quality Assurance or Customer Service Management is a plus.